Experience Owner I - Digital Product Owner

Product Owner (EO I)

Role Summary

We are seeking a highly motivated Digital Product Owner for Citizens’ Online Banking channel to lead the strategy, development, and continuous improvement of our digital banking platform. The role will be responsible for assisting with platform vision, managing the product backlog (break/fix, targeted enhancements, and proactive issue prevention), and collaborating with cross-functional teams to deliver high-quality online banking experiences that meet customer needs and business objectives.

The ideal candidate combines strong product management expertise, digital banking knowledge, and Agile delivery experience. The Product Owner serves as the primary point of contact for experience health, partnering closely with technology, CX, analytics, contact center, and cross‑channel teams to reduce customer friction, negative feedback, and experience‑driven incidents.

Responsibilities

• Serve as the primary owner and point of contact for Citizens’ Online Banking  channel, including customer complaints, defects, targeted enhancements, and experience risks.
• Develops and maintains an integrated Digital Online Banking roadmap across all product domains.
• Translate experience issues and opportunities into clearly defined product backlog items with appropriate acceptance criteria and definitions of done.
• Analyze customer feedback, usage data, and market trends to guide product improvements. 
• Review and operationalize findings from industry reviews, audits, and third-party benchmark assessments into actionable experience improvements.
• Collaborate with engineering and analytics teams to leverage application monitoring, logging, and analysis that identifies top client‑impacting errors (e.g., 4xx/5xx patterns) and prioritize durable solutions.
• Work proactively to identify and mitigate potential customer experience or technology issues before they result in incidents or outages.
• Partner closely with contact center and operations teams to understand top call drivers and deliver experience improvements that reduce avoidable contact volume and improve self‑service outcomes.
• Collaborate with legal, risk, compliance, accessibility, and UX/UI design partners to ensure solutions meet enterprise and regulatory standards.
• Partner with mobile and other digital channel product owners to ensure web experience changes are evaluated for cross‑channel consistency and reuse.
• Provide concise analysis summaries and recommendations to product and domain leadership to support prioritization and decision‑making.
• Translate product strategy into executable backlog items and actively participate in Agile ceremonies including backlog refinement, sprint planning, demos, and retrospectives.
• Clearly articulate the value, progress, and outcomes of team deliverables to stakeholders through presentations, demos, and readouts.

Required Qualifications

• Bachelor’s degree in Business Admin or equivalent professional experience
• 3+ years of experience in a Product Owner, Product Manager, Business Analyst, or digital product role
• Experience working in an Agile delivery environment
• Proficiency with Jira, Confluence, and Microsoft Office Suite
• Strong analytical and data analysis skills, including experience working with large data sets
• Excellent written and verbal communication skills, including comfort presenting to diverse audiences

Preferred Skills & Attributes

• Experience supporting consumer‑facing digital platforms, preferably in financial services or regulated industries
• Familiarity with web application behavior, error handling, monitoring, and incident management concepts
• Strong sense of ownership and accountability for experience quality and operational outcomes
• Customer‑first mindset with the ability to balance urgency, quality, and long‑term sustainability
• Ability to influence across teams and operate effectively in a fast‑paced, ambiguous environment
• Strong organizational skills, attention to detail, and comfort managing multiple priorities

To thrive as a colleague at Citizens, candidates must demonstrate a strong customer-centric mindset, exhibit persistence and resilience in the face of challenges, and embrace continuous learning to adapt and grow in a dynamic environment.

Hours and Work Schedule: (4 days in office, 1 day remote)

Hours per Week: 40

Work Schedule: Monday-Friday

Pay Transparency

The salary range for this position is $123,000-$165,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.